Job Description

Our Client in the Gaming Industry seeks to hire a Customer Care Lead.

The Customer Care Lead will be responsible for organizing team coverage to ensure all shifts are adequately covered and staff resource is efficient.

Carrying out a thorough and ongoing call-monitoring program designed to ensure high levels of service are maintained at all times.

Provide feedback to the team to keep them engaged and motivated.

Roles and Responsibilities

• Ensure the customer service team meet and exceed customers’ needs.


• Generate new initiatives and constantly challenge the team to improve customer service.


• Provide excellent customer support for escalated issues by email/call/chat/SMS etc, always striving to resolve the issue and not escalate further.


• Contributing to and ensuring compliance of Team KPI’s.


• Organize team coverage to ensure all shifts are adequately covered and staff resource is efficient.


• Carry out a thorough and ongoing call-monitoring program designed to ensure high levels of service are maintained at all times. Provide feedback to the team to keep them engaged and motivated.


• Respond to clients throughout each shift; ensure our players receive the fastest possible and accurate response (live chat / telephone / e-mail).


• Prioritize cases according to internal procedures – be aware of competitor’s delivery in these areas for comparison and bench marking.


• Develop internal systems to provide electronic tools to help improve team performance.


• Initiate, deliver and maintain the C/S vision and goals that are clearly communicated and agreed with the C/S team and the product owners.


• Be proactive in anticipating peaks and troughs in work flow, promotions and key events; ensure feedback given to the business owners accordingly for their review.


• Manage staff schedule, attendance, punctuality and performance. Influence positivity, attitude and work ethos, to ensure a conducive working team environment for all staff.


• Creation and management of monthly team quota, ensuring staffing levels are optimally maintained at all times.


• Assist with the recruitment of new starters (CV vetting, interviewing). Organize and conduct training for new staff.


• Carry out regular one to ones, mid-year and annual reviews.


• Assist management with the collation of data around department activity for daily, weekly and monthly reporting purposes.

Required Qualifications/Experience

• Bachelors’ degree in a relevant field (Marketing / Communications etc.)


• At least 3-5 years managerial experience in a fast paced dynamic environment.


• Experience in coaching, training and motivating a team.


• Ability to lead a team by example demonstrating our clients’ values as a foundation for the working day.


• Ability to change and adapt working practices to suit the needs of an evolving company.


• Able to manage performance objectively, consistently and within time scales.


• Ability to work under pressure.


• Strong organizational skills.


• Competent and capable of making operational decisions.


• A flexible approach to working hours.

To Apply:

Applicants who meet the requirements stated above should send their applications and detailed CVs with a day – time Telephone number to the email address: jobs@hcsafrica.com with Customer Care Lead on the Subject line.

Candidates MUST indicate their Current and Expected salaries.

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